Consumer Complaints and Reviews
Brand new wood floors damaged by movers who delivered mattresses. Beware! After dealing with poor customer service from the original contractor and delivery company, after being given the run around for months, we contacted Costco.com. Their original response was they were not responsible, it was a vendor problem and Costco was not liable. We informed Costco that we needed a Costco membership to purchase the mattresses and we "paid" Costco. To add insult to injury, in our $9,000.00 order, we had to contact them several times about the refund for mattress we returned. We will never order from Costco.com again. We will use Amazon.com! It has been 5 months and we still have not been reimbursed for damages to our floors.
I purchased Kirkland salmon a Costco Brand. While chewing my salmon, I felt something crunchy in my food and thought that it was a bone. It was not until I chomped down on a hard object that it occurred to me that something was not right. I called the number on the can to let the provider know that there were foreign objects in their salmon but was told to bring it back to the store.
When I brought the can and the object back to the store, they threw away the can and object. I did get my money back but it was not clear to me if the object was glass, plastic or a pebble. I wrote to Costco Consumer and have not received an answer. Someone can be seriously hurt especially if the object was glass. I am not looking for any monetary compensation but would like to know that someone will not be hurt if it was a piece of glass or choke on a pebble or plastic. SOMETHING WAS WRONG WITH THE BATCH of salmon that I bought and it needs to be looked into.
COSTCO Had an ad for 4 Michelin Defender Tires 90,000 mile warranty. The paperwork I received noted that they installed 4 Michelin Defender XT Tires and I paid for the Michelin Defender XT. On my 2010 Prius mileage dropped 7-8 mpg. I complained to Michelin and during the investigation I discovered they installed a 60,000 mile Michelin Tire. No help from the COSTCO Manager and no help from Michelin. Michelin has no responsibility for the tires COSTCO installs. COSTCO made their sale and they are done. How many other drivers have they ripped off. Stay away from the COSTCO in Greenville SC but I suspect it is being done everywhere. BEWARE.
Oct. 15, 2016 - I am writing this letter to express my severe disappointment with Costco’s Window vender, Graber and Home Remedies Interior Design companies. I called to have an estimate on wooden shutters for my new home. The consultant, Judi **, came to my house on Oct. 14, 2016 at 1:15 pm and left at approximately 2:00 pm. I consider this to be a very short visit for 346 square feet of real wood shutters to be discussed, selected and ordered. Especially considering the fact that two of the windows were sliding glass patio doors!
She failed to explain anything necessary for me to make an informed decision on wood shutters. She did slightly explain the difference between wooden and composite shutters. She failed to explain on how to decide on the size of the shutters, the frames, hardware, durability or even the warranty difference between the two. It appeared when she entered my home that she did not plan on being here long and asked no questions about what I was looking for in shutters.
When I asked her specific questions about colored finishes on real wood shutters and how to determine which one was best. She states that whatever I choose would be fine because they have a wide variety of stains. When I asked about what are the most popular choices that customers pick, she could not give an answer.
I did receive a very vague estimate. It was written with the number of shutters (11) without the square feet, type or color of shutters to be purchased, the retail cost was $21,725 and the Costco cost of $15,225. The tax was listed as $1210 and a rebate of $1644 which was not explained at all. I had to call her back the next day to determine what the square footage of the windows were and the price per square foot because it was not listed on the estimate.
After several specific questions from my husband about the specifics of such an expensive purchase, I realize that this woman, had no intention of educating me about real wood shutters, nor was she interested in having me make a purchase with her company. Judi left and told me that she would order a sample of the shutters colors that I selected so that I could look at them in my home before making an order. She stated that it would take a week to arrive by mail in a week! I specifically told her that I wanted to have shutters for the Christmas holiday and that one week pushes us even closer to the deadline.
After watching a single video for 6 minutes on Youtube.com, I realize that I learned a ton more about this process that the entire time with Judi. I live in a million-dollar gated community and I cannot believe the service I just received! I had a neighbor that asked how the appointment went, as this was my first consultation for wood shutters, I told her not consider Costco because of the poor customer experience that I had with Judi! I will make sure that that I tell all of my new neighbors on the Next Door app not to use Costco for blinds and shutters.
My husband and I have been Costco members since 1997 and converted to a business membership in 2005. This is our first and last experience with any of your vendors. We have shop at Costco at least three to four times a month for several years. I cannot believe that this is the quality of the vendors that you select to represent your other services. I called about receiving an estimate on flooring as well, it took Shaw floors a week to call me back! Shame on you, Costco for having such poor vendors!
I bought Kirkland brand environmentally responsible ultra clean laundry detergent at Costco. After using for about a week, my husband started breaking out head to toe in quarter sized, itchy hives. This prompted us to get online and look up reviews. Well, it was obviously the new detergent. I immediately stopped using it BUT after several rewashings, the detergent is still in the clothes and a month later, he is still covered in hives because it will not wash out of clothing! Most other online reviewers had same experience. Average review said after spending hundreds at Dr., they found out it was detergent. Not to mention the soap residue ate the paint off the shelf I was storing it on!!!
I called Costco headquarters and got no help. Just told me to call warehouse I purchased from and get a refund! I don't want just a refund! I want it pulled from the shelves period, so others don't have to unknowingly suffer with these problems. Also, it is known to cause skin problems of all kinds, respiratory compromise, DNA alteration and cancer with a moderate risk!!! Please do not buy!!!! Not worth it!
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In the past 2 months Costco has placed a $100 hold on funds for 5 full days, for $30-40 gasoline purchases when I have used my bank debit/visa card. On October 8th, I made a $336 purchase. There was an immediate $336 deduction from my bank account PLUS a $336 HOLD on my bank account. I contacted my bank and they said this was action on the part of Costco. When I contacted Costco they denied any involvement and referred me back to my bank. The bank again researched the issue and assured me that it was solely initiated by Costco.
I have incurred charges related to the transfer of funds to cover subsequent purchases at other business establishments. Costco is the only business that this has occurred. I shared this information with another person who goes to Costco frequently and they said they had the same experience and were also awaiting the release of funds from their bank account. I noticed this occurred with the institution of the Citibank visa and questioned the assistant manager regarding this, but he denies any connection. Has anyone else had a similar experience?
The new CITI Visa is horrible! Customer service on the 1-855 is abysmal. I despise the website, statements can't be accessed online and it is difficult to navigate. Why did Costco make the choice to do this to their customers? AX was 100 percent over this! I have been evaluating how much do I even want to go to Costco if I have to deal with CITI to do it!
I joined Costco in August, and on one of my initial visits contracted with DirecTV for service. The service was installed 08/27 and in the 5 subsequent weeks we have experienced numerous system failures, hours on the phone with DirecTV customer service, 3 additional technician repair appointments, new equipment (with an attempt to bill me for shipping), and finally my canceling the service. Then DirecTV wanted to charge cancellation fees. NO! DirecTV waived the fees. Costco should not represent such a shoddy service, and being new to Costco it makes me suspicious of their other products and services.
I love Costco. I enjoy much of the product offerings. I hate this new Citi card. The customer service is offensive, the web interface is an abysmal failure and charging customers for their errors is downright criminal. I am seriously considering bailing on Costco as if I have to deal with the inept people at Citi one more time, I might just cry!
Today at Costco we browsed for a bit (I just happened to tag along with the folks) and it seemed like the place was busy as always. I'm surprised that so many people think this place is that great; in fact, Costco seems like hype. You don't always save money by shopping at the place; a lot of their canned goods are only marginally cheaper than what you find at grocery stores (like paying $0.60 vs. $0.65 or so at the grocery) and some things were actually more expensive (some of the sauces were pricier, for example).
The clothing is bland looking backwoods crap (I know that Costco isn't a fashion center but please...) and some of the other stuff like home decor is cheap, kitchen tools that are junk (the folks bought some 'santoku' knives that cut worse than our butter knives) and furniture that looks like Walmart grade stuff. There is stuff that is cheaper here than elsewhere but that's mostly if you either buy a ton of rice/sugar/flour for some business or if your family eats some sort of meat and salad diet.
Also, the store has sort of an awkward layout (just getting to the bathroom means wading through the checkout lines and squeezing past the people buying the various junk) and I don't care for the employees at the entrance pestering you about your membership card or wanting to check over your receipt like you're a shoplifter. How nice. Oh, and most of the customers seem to have room temperature IQ and move at glacier speed (no, you can't stand in the middle of traffic like an idiot and no, the store is not a daycare). Costco is overrated if you ask me and for the record, Sam's club and Aldis come across as just as weird. This whole business seems like a creepy cult to me! Yes there are worst businesses out there but don't believe the hype.
I have bought your razors for years and feel that the razor heads should also be sold at the Costco stores. PS... This is important to me as I search for places that sell them and it is not convenient. I don't like to return things but if I cannot get replacement heads for it, I may be forced to return the product.
American Express was a very simple card and I enjoyed the balance of customer service and benefits. Since switching to Visa, I have become increasingly frustrated with both Visa and Costco for forcing this change and the poor customer service that goes with it. I have attempted to set up auto pay each month since getting the card. Auto pay was NEVER an issue with Amex. I get disconnected multiple times during each call, and when reaching a customer service representative they are unable to help. My wife and I each have a card, and when setting up the account with my user ID, I cannot set up auto pay. It would have been great to have been told this the first call. This second call, I need to have my wife now set up a separate user ID, and set up auto pay. Why the hoops. I just want to avoid fees, pay as I go in full, and be a great Costco member. I am considering the switch to Sam's Club out of principle. Great job VISA!
I've been shopping at Costco for over 10 years now. I've always had a pleasant experience and have enjoyed shopping here. I've actually never written a company review before, but my experience today motivated me to write one. Upon checkout I was told that there were no boxes left by both the cashier and the bagger. I was surprised by this since other customers around me were getting their groceries packed into boxes. After I paid and all my groceries were skewed in my cart I went to the box area by the bathrooms to pick up a box and went back to box my groceries. I even told the guy who put my groceries in my cart that there were more boxes and all he said was 'ok' with his head down.
I don't care so much that I had to box my own groceries, but the fact that both the cashier and bagger stated there weren't any boxes upsets me since they blatantly didn't want to go out of their way to gather more boxes. Yes, there were long lines, but as a Costco customer I've always expected to have my groceries in boxes since they don't use bags there. And since Costco is a wholesaler boxes are usually plentiful. I live on the 5th floor of an apartment, so having to make several trips without boxes wasn't ideal. Like I mentioned before I usually don't write reviews, but this experience really upset me and I don't know why I was treated differently than other customers.
I stepped into Costco at Lafayette location. A ** employee with dark, short hair asked for my card and demanded I go to the membership counter. I went through the process of obtaining a membership. I stepped into Costco at Lafayette location a second time without my card. Again, the same lady asked me if I had a membership. I said, "Yes, but I don't have the card." She demanded I step at my left and go to the desk for a membership with a smirk on her face as if she thought I was lying.
After receiving my temp card, I asked her if she remembered me there waiting on tires. She said yes. I felt as though I was being harassed. I asked the lady to remember my face and proceeded to walk away. When I turned around, I noticed the employee mocking me to the other ** employee at the exit. Ok and what if I didn't have a card - isn't Costco a public place? I'm aware that purchases can't be made without a membership. Very Rude! By the way, this happened 9-22-2016 at about 10:30 a.m.
I placed a tire order on Costco.com on 8/16/2016, the website said that the order couldn't be completed and to try again later. On 8/17/2016 I placed another order for tires, believing that the first order was never completed. Within 5 minutes of completing the second order, I received an email confirmation for 2 orders. I called Costco.com. They said both sets of tires were en route to my local Costco and it would be taken care of at the warehouse. I received a refund for one set of tires at the warehouse. Costco is claiming that I received 2 refunds, and according to my bank statements that never happened, I received one. Costco.com went into my account and stole 498.36. They are trying to force me to pay for a product I never received. Yesterday they realized their error and refunded me the money. Today they took it again. I have been a Costco shopper for more than 10 years. I may never go back again.
On two occasions we had to return spoiled meat that we purchased. Got a refund with no issues. However there was no ownership for the issues and we never spoke to anyone past a cashier. We even heard that since no one else returned anything it must not be a wide spread problem. Bad meat smells.
Why are you cutting the cap off the prime grade ribeye steak? This is so disappointing as now we shop elsewhere for a prime ribeye. Asked butcher and he says it was a corporate decision. Please give reason as price is very high anyway.
Visited for 1st time since husband purchase executive membership. I bought a slice of pizza & a drink. I was finishing my pizza & notice something hanging and connected to other piece of pizza. To my surprise, it was a long strand of hair, cooked within the pizza. I have been nauseous ever since. I tried to make food come up or go down. Supervisor was helpful, as well as food service staff upfront: they apologize & gave me my 2.59 back & took the stand of hair. 2 employees in the back preparing/cooking were wearing hats but no nets. One said the hair looks blonde, the hair was streaked. Do I care who had blonde, brunette etc hair? Bad taste in my mouth???
My Samsung TV went out last week and it is still on warranty only bought 1 year and half ago and already went bad wondering about the quality of the TV. So I called Costco Concierge service, went thru all the diagnostic/troubleshooting, they said that some technician need determine the issue. After googling apparently this model of Samsung has lot issue with T-CON board where the image is not displaying but the sound is working. They told me that they would call me back waited for 2 days no answer.
So called the extension number that the case person provided me, it is alway busy. Then called the main line they said that someone is looking at my case, then another 3 days went by with no answer until I called them back again on the main line since I could reach on extension provide to me and I asked why is the status since is almost a week, They told me that they need a technician to replace the part and will call me when they get the part.
No answer for two days - I called again. They said that manager decide to replace the TV instead of replacing the part and send technician and that I could bring the TV to the costco where I bought. They told me that they will send email to the store bought within a hour. Where I can return my TV and pickup the replacement. So after work, I went to the costco where I bought the TV the manager told me they have not received any email about my case. But I told the store manager that the concierge told to come here. I wasted my time and gas bringing the TV back and forward. So I call the concierge service again and this other person told me that the email has not been sent, and he cannot do anything until Tuesday when manager Julie look at the case. This is worst customer no services. I think I will never buy any TV or electronics at Costco. What happen - Costco use to have great customer service?
We bought Elliptical in Costo. It is having defect and we want to return it back. Yes it is 4 years old. But when we consulted the customer services, they said they can take it back even if we do not have manual or cardboard box etc. He said "Please bring it in your vehicle and our people will take it." We disassembled Elliptical and brought it next day. The other manager saw it and refused to accept it as a Return. He is asking talk to manufacturer and work on warranty etc. I thought they are accepting it unconditionally, but they are putting questions & objections once we are about to return. If only we know it earlier or informed earlier we could have schedule to deliver to Donation organization. In the last movement he gave only choice is to trash it by them or return it. We were very upset the way the management works. We were customers from past 20 years. Never faced issue like this earlier.
We have had an executive membership since 2004. Just recently I paid attention and realized that we are eligible for the 2% annual refund. I spoke with a rep at a Costco store and she retrieved information that we never redeemed six (6) checks that had been apparently sent to us via mail. Never seen anything from Costco resembling refund check. Anyways, she informed me that we would be receiving an email "from corporate" as a "heads-up" (heads-up to what??) and then it would take another several weeks to get the checks.
I called the customer service three more times: two times I was told it was too soon to get the check I needed to wait another few weeks. I called them this morning and suddenly they could not release the account info (after they had done three times, one in person and 2 over the phone) to me but they needed to speak with my husband??? Needless to say once a great store with a superior customer care is down the toilet. Straight. Down. The. Toilet. They have immature, inexperienced customer service reps that are deaf to customer needs in addition to the fact that they fabricate stories and mislead loyal customers. Loyal no more.
I opened a package of the steak strips and took a bite of one, as I chewed I started smelling and tasting something nasty... I spat it out and opened the bag and took a smell. It was rotten. I called Costco to report. I spoke with David who advised me that I would need to be in touch with the vendor who sold me the product for a refund. I asked if he wanted any information from the package so there would be a record. He didn't seem to think it was necessary, but when I insisted he transferred me to customer service. There Stacy took my complaint and some of the numbers from the barcode area and the expiration date. She failed to ask my name. Neither of the employees seemed to be aware of the product liability problems that Costco has had in the past nor were they very interested in making sure that a product was safe for use. I will not buy the Kirkland brand again.
I purchased an item from Costco.com. The next day when I went to look up the status of my order I noticed that it stated it was cancelled. I did not understand why. I was very upset that I did not even receive an email. So I contacted Costco.com customer service. I spoke to a girl who honestly was very uneducated. She stated that my order was cancelled because I purchased the item with my Canadian VISA and the system did not recognize it. I told her that VISA is recognized all around the world. She couldn't answer any of my questions. I repeatedly asked her that I would like to speak to a manager but she didn't want to transfer me to a manager.
Finally after the fifth time she transferred me to the manager. Even the manager did not know about Costco policy. She told me that she will look into the matter. But didn't call me for 4 hrs. After she said that she didn't have the phone number for their head office and had to email them. For such a big company I can't believe that they do not care for their customers. Costco didn't even have the decency to contact me and advise me that my order was cancelled.
At the end the manager was not helpful. Costco should train their staff so that they all are educated about their policies. Very disappointed at Costco. The customer service that I received was awful. The manager had no solution and I had to give her a solution. I feel as a manager you should think outside of the box and try to find a solution for your customers but the manager was uneducated. Very poor service. Very disappointed.
This afternoon I went to the Costco Tire Center to have my vehicle tires changed. While I was waiting, I went to the food court outside to order a latte freeze. But I've found one fat Mexican-looking cashier who totally is not trained for Costco. First she had me wait by taking care of other line customers first and then she almost threw the changes (dimes and pennies) into out of my hands and they fall into the ground. I had to pick them up in front of the long line, which had me feel very shameful and depressed. I'm 100% very sure it's not a mistake. To me, this Mexican girl is racially biased against especially Asian male.
I'm writing it to Costco taking my precious time so you will not ruin your reputation because of this wrong employee. I know most employees are nice and well trained. Let me write down a copy of the receipt information. Cypress #748 5401 Katella Ave., Cypress, CA 90720. 306148 latte freeze 1.45 AF. Subtotal 1.45. Tax 0.12. Total 1.57. Cash 20.00. Change 18.43. 09/02/2016 16:53 748 501 672 6. OP#: 6 Name: **.
"Thank you for contacting Costco.com. It is our mission to continually provide our members with quality goods and services at low warehouse prices. As a wholesale company already offering competitive prices at the point of purchase, Costco does not price match with other retailers. We apologize for any inconvenience this may cause you. Thank you, Becky **."
Was looking at one of your treadmills to buy. Item #1072267. This is the ProForm 800i treadmill. Saw it was $1099 at Costco. Looking around, it is way cheaper other places, in fact you're about the highest around. Walmart has it for $675. Everywhere else is well under $1000. So I have to think that the online price has to be a mistake. I have never seen your price that much higher than even Walmart. I even looked up the price history and you used to sell it for $600. Help me out here. Want to buy one but my membership isn't worth it if the price is so much higher. Let me know.
OMG. Went there Saturday August 14th. TERRIBLE. They had no more boxes to carry out your things to your vehicle. Pretty soon I think stores in general will get rid of those big huge carriages as well. My friend a couple of months ago was very pregnant had nausea and really had to go to the washroom but had no time to get there. So she saw a really big garbage container and she did it in there. No staff was around to help her or even give her maybe a paper towel. No one! So sad to see that in a couple of years Customer Service will disappear. Costco is making a lot of money obviously. The whole staff is at/near the cash. It would be common courtesy to have more staff on the floor and some empty boxes.
After having my first child I decided that it may be a good idea to sign up for a membership at Costco but now I hate that I even tried. Upon arriving at the store located in Smithtown, NY I was rudely yelled at to step back and show my card which I was at the time unaware that I needed. Then I explained that I am a potential customer looking to inquire about membership and to tour the store. So they send me out the entrance and threw gates only to wait on a long membership line. As I'm standing there I noticed the long line that I was directed to says returns and the other two say memberships. So me, my husband, and my 23 month old child go ahead on to the membership line only to be yelled at again and told that "It's one line only and what do we need anyway!?" So I explained that we simply just want to have a tour of the store so we can proceed and sign up for membership.
Then the representative tells us that Costco does not allow anyone but members to enter the store and that the only way to see the store is to purchase a membership and if we do not like it they are fully refundable. Me and my husband were completely shocked and speechless, as we just had come from viewing BJ's with no problem whatsoever. So feeling really unsettled, my husband decides to call another location which is in Holbrook, NY and surprisingly they tell us sure come on down we will be happy to show you around! I couldn't believe it. So all this time we were so badly treated all because the location we chose had an unknowledgeable staff?! This is a problem and needs to be addressed by management so everyone is on the same page. I will be voicing a complaint in the morning. And needless to say I will not be going through with membership at Costco. Will sign up with BJ's tomorrow.
First month statement Citi charged $1.57 invalid, as I have always paid Amex and Citi total amount in full and on time. After spending 25 minutes on the phone, I was informed that the charge will be reversed on next month statement. And it was. Received new statement today showing the credit of $1.57 and a new charge for $5.66 interest. Called again and was informed that this will be reversed next month, however I needed to pay the total amount including the interest for this billing period. I requested this charge be taken off my bill as it was invalid and CS informed me that this could not be done due to company policy. I assumed that the customer is always right, so far not the case with Citibank card!!
Aug 12, 2016 I received a bill from Citi for a family member that does not reside at our resident and did not open their account with our billing address. I called the family member to let them know I received their bill. I was asked to open it and look at it as the family member was perplexed as to why we received their bill. Imagine our surprise that the bill was due July 27th but did not arrive till Aug 12th. This family member has been trying to get their bills from Citi since Citi took over and has been having problems doing so. I called Citi and they told me American Express gave them the information they were using. Strange as this family member opened their account in another city and had been getting their bills from AE all along and now Citi claims AE gave them the info they are using.
This family member is very professional and is discouraged with dealing with Citi from the start of the takeover. This member never received a bill from even though they have called to clear this up. They ended having to call Citi to find out that they had a overdue bill because Citi never sent them a bill. Now the second month's bill has come to us (?) not just extremely late but to the wrong address. What is going on and why was Citi not prepared to handle the transfer and still are having problem? It's annoying to call and have them blame it on AE.
I am a Costco Gold Member. I am always asked for my card whenever I enter a Costco location in the Easton Mall, Columbus, Ohio. That is just fine with me as Costco has a right to do that in line with its Membership rules. What is not right is that they let five or six people go without asking for their cards and then pull me up for the card every time I visit this location for the past two years. That is called discrimination! If they want people to show them the card then they should ask everyone not just the ones whom they like!
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